Service Desk queue for multiple projects

I am in a situation where i need to have 3 portals available for my customers:

  • Partners
  • Merchants
  • Internal

Each have different requirements for a portal and we cannot make the information in Partners available to Merchants.

Because the JIRA Service Desk can only relate to 1 Project i assume I will need 3 projects. From a Service Desk point of view I am trying to understand if there is a way we can consolidate the Queue view for the 3 Service Desk Projects into 1 Queue that displays them all? This would allow for easier management by my single Service Desk team.

If there is an alternative way of doing this or managing this please let me know.

Cheers,


Gavin

6 answers

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Hi All, 

We have released Queues for JIRA Service Desk that contains mentioned feature. 

 

UPDATE:

The server version has been approved by Atlassian and it is available public now.

Cheers, 

Hi Krzysztof,

Do you have a rough estimate on when this would be available for server version? Also, will it be compatible with JIRA version 7.3.0?

Regards
Megan

It will be ready within 4 weeks. It will also be compatible with JIRA 7.x

Cheers, 

hi, just wanted to check if any further update on the date for JIRA server? I really need this plugin! thanks

We would like to see this for the server version too!

+1

Hi Krzysztof,
Would you happen to know when this will be available? 

Thanks
Megan 

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Paulo Hennig Atlassian Team Nov 24, 2015

Hello Gavin,

Unfortunately you can't have additional projects in a specific Service Desk queue. For that, I'd recommend you to take a look into the JIRA gadgets and create a filter containing the issues from these 3 projects. 

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I was in the same situation and found that you can create a filter that selects across multiple projects and use the filter gadget to build 'queue' dashboards.

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Doing a bit more looking into this its probably easier to use a Kanban board to bring in the tasks from the different projects.

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Hi Gavin, 

Were you able to solve this? I'm in the same situation.

Our SLAs are set to less than 5 minutes, so using the filtering/dashboard option wouldn't work for us. However, consolidating all the queues into one is what we are looking to do.

Thanks

Megan

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Susan Hauth Community Champion May 17, 2017

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